Localphone Support » Billing & Account Support

I’ve got a voucher code – how do I use it?

admin — Tue, 22 Jun 2010 11:15:01 +0000

We sometimes run promotions offering discounts using voucher codes. If you’ve got a voucher code just add it to your shopping cart when you add credit. New customers will need to sign up before placing their first order.

Money has been taken from my account after order has been cancelled

admin — Tue, 22 Jun 2010 11:02:16 +0000

If an order is declined or cancelled money is not taken from your account by Localphone. What you are seeing is an authorisation or pending transaction. Please be aware it may take your card company 3 to 5 working days to clear the authorisation back into your bank account.

If you need further clarification of this please contact your credit card company/issuing bank

How will I be billed for my Incoming Number?

admin — Thu, 10 Jun 2010 18:44:16 +0000

The initial set-up fee and monthly payments will be taken from the credit that’s in your account. Please make sure that you have enough credit in your account to cover the monthly charge for your Incoming Number.

You can set your account to top-up automatically to make sure that your balance doesn’t fall too low. To find out more go to the auto top-up page.

Why has money been taken from my account if the order was declined?

admin — Thu, 10 Jun 2010 18:28:07 +0000

No money has been taken from your account, what you are seeing is simply an authorisation, this was reversed when the payment was declined.

Please contact your bank if you need further information. They will be able to confirm the money has not been taken. Please be aware it may take your card company a few days to clear the authorisation.

Why am I seeing an extra charge on my bank statement?

admin — Thu, 10 Jun 2010 18:23:41 +0000

Sometimes banks in the US add an extra overseas charge because we’re based in the UK. Unfortunately, we’re not able to tell you this information in advance as these banks charge some customers but not others.

We don’t take any extra payment from the banks for these charges and they are not made by Localphone.

If you’re based in the US and want to avoid having to pay these extra charges in the future, we recommend that you use the PayPal option at the checkout.

How do I see my bonus credit for recommending a friend?

admin — Thu, 10 Jun 2010 18:18:39 +0000

Please click on the history link once you’re logged in.

Then click the drop down arrow on ‘activity type’ then select ‘call funds’ to see funds increases.

Bonus credit is shown on these pages each time your friend places an order, as long as they have input your details and have not placed an order using your card.

Why have I not received my credit for recommending a friend?

admin — Thu, 10 Jun 2010 18:16:13 +0000

This could mean your friend did not input your details on signing up therefore you were not credited.

Unfortunately this can not be changed retrospectivly as it is a system generated process.

Or as per the terms outlined on http://www.localphone.com/recommend#theSmallPrint we do not give the bonus credit when the order is placed with the recommender’s payment details, or with the payment details of another existing Localphone user.

What is bonus credit?

admin — Thu, 10 Jun 2010 18:13:10 +0000

When you recommend a friend and they sign up for a Localphone account, we will give you 10% of the call credit
every time they top-up for 90 days!

Please see more information at the following link

My order was declined.

admin — Thu, 10 Jun 2010 17:45:05 +0000

Please check to see if you have recieved an email from us when you have placed your order.

If your order has been declined, the email sent to you will give you the reason why.

This could be because your card details need updating, please ensure all of your card details are correct.

If you have received a bank decline then this means your bank will not allow us to take the money owing for your order, some of our customers have had success in contacting their bank informing them an order will be placed and giving permission to take funds.

It could be your order needs verifying for us to release the credit to your account. Our email sent to you will explain the verification process.

You have 3 days to enter the split payment details showing from your bank statement into the link on your dashboard to relese credit to your account (please contact your bank for this information if you do not have on-line banking or a recent statement) Enter the split amount into your dashboard (see the verify your account link on the top of your dashboard) to release your order. If you do not have one of these emails (please check spam/junk folder)

If it is your first order with Localphone, it will take longer to go through security checks.

What payment methods does Localphone accept?

admin — Mon, 07 Jun 2010 12:16:16 +0000

Localphone offers a secure check-out system with which you can use most popular debit and credit cards; including Visa, MasterCard, Switch/Maestro, and Solo. You can also optionally choose to pay via Paypal or Ukash.